Help Desk Associate (German Speaking) Job ID 197956 Posted 13-Dec-2024 Service line GWS Segment Role type Full-time Areas of Interest Customer Service Location(s) Makati City - National Capital Region - Philippines **Job Description** The primary purpose of this position is to provide help desk support in processing facilities service request received from end users received via phone, emails, and self-service tickets. The customer service representative is mainly responsible for work order management: creation, dispatch, and completion monitoring within the agreed SLA. **Core Responsibilities** + Manage volume of calls (inbound and outbound), emails, and self-service tickets + Gather relevant and complete details from the requestor to create a work order for site responders to resolve the issue + Identify customer, site responder needs, concerns, issues with urgency, critical thinking, professionalism, and efficiency; determining all resolutions necessary based on process standards + Dispatch the work orders on a timely manner including call outs as required + Manage work orders to ensure that work orders are completed within SLA + Identify and handle potential and actual critical or emergency requests + Provide excellent customer experience via phone and email channels in language of support as applicable (e.g. but not limited to Mandarin, Spanish, German, Dutch, Bahasa) + Expanded scope such as but not limited to: + Work Order Management + Reporting & Analytics + PPM Management + Data Asset loading + Switchboard + CMMS Admin + Purchase Order Management + Supervisory responsibilities + No formal supervisory responsibilities in this position. May provide training and assistance such as technical guidance to peers and new hires. May coordinate and assign tasks to co-workers within a work unit and/or project with team lead guidance. **Qualifications** + Bachelor's degree (BA/BS) from 4-year college or university required + Experience of 3 to 5 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience, + Microsoft Office proficient + Understanding of basic ISO and other external audit standards + Six Sigma Yellow Belt is preferred + Intermediate to advanced knowledge in Excel + Knowledge of PowerBI, Google Suite, Peoplesoft, ServiceNow, CMMS, MyBy, SI7 and Salesforce will be added advantage + Strong analytical and problem-solving skills + Quick learner and sharp attention to detail + Good coaching and communication skills + High standard and regard to quality and integrity + Excellent written and verbal communication skills + Ability to interact with different enterprise stakeholders, clients, and business partners + Extensive experience in account reconciliation + Results-oriented with an analytical mindset; strong problem solving and interpersonal skills + Strong time management and organizational skills + Ability to provide efficient, timely, reliable, and courteous service to customers + Ability to effectively present information CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)